SUPERVISOR: INBOUND CONTACT CENTRE 5 POSTS REF NO: HR 5\/1\/2\/83
\nRe-Advertisement people who previously applied should apply again
\nSALARY : R212 106 per annum All Inclusive: R 284 235 per annum
\nCENTRE : Compensation Fund: Pretoria<\/p>\n
<\/p>\n
REQUIREMENTS : Diploma in Call Centre and\/or Customer Service or equivalent. Two to three
\nyear\u2019s relevant experience in Contact \/ Call Centre. Knowledge: DoL and
\nCompensation Fund objectives and business functions, Customer Care Strategy,
\nContact Centre goals and performance requirements, Compensation Fund
\nServices, Compensation Fund Value Chain and business processes , Relevant
\nFund policies, procedures and processes, Stakeholders and customers,
\nCustomer Care(Batho Pele Principles) ,Fund Values, Required IT knowledge, IT
\nOperating Systems, Risk Awareness Contact Centre and Inbound operational
\nworkflow process activities, Contact Centre quality assurance. Skills: Required
\nTechnical Proficiency i.e. Customer Service supervisory , continuous process
\nimprovement; quality assurance systems application; monitoring Plasma TV; and
\nbenchmarking best practices, Performance Management ,Written and verbal
\nbusiness writing skills, Meeting planning; organisation and facilitation ,Required
\nIT , Fund IT Operating Systems ,Data and records management ,Telephone
\nskills and etiquette , Policy development, Report writing<\/p>\n
<\/p>\n
DUTIES : Implement effective customer driven quality workflow processes. Escalate
\nenquiries to the Back Office and the Outbound Supervisor .Provide quality
\nchecks on incoming calls .Utilise resources efficiently .Supervise Inbound
\nAgents.<\/p>\n
ENQUIRIES : Ms C Pillay, Tel: (012) 3136 314<\/p>\n
APPLICATIONS : Chief Director: Human Resource Management, P O Box 955, Pretoria, 0001
\nFOR ATTENTION : Sub-directorate: Human Resource Operations, Compensation Fund<\/p>\n
<\/p>\n
CLOSING DATE : 22 April 2014 at 16:00
\nNOTE : Applications must be submitted on form Z83, obtainable from any Public Service
\nDepartment or on the internet at www.gov.za\/documents. The completed and
\nsigned form Z83 should be accompanied by a recently updated, comprehensive
\nCV as well as recently certified copies of all qualification(s) and ID-document
\n[Driver\u2019s license where applicable]. Non-RSA Citizens\/Permanent Resident
\nPermit Holders must attach a copy of their Permanent Residence Permits to their
\napplications. Should you be in possession of a foreign qualification, it must be
\naccompanied by an evaluation certificate from the South African Qualification
\nAuthority (SAQA). Applicants who do not comply with the above-mentioned
\nrequirements, as well as applications received late, will not be considered. The
\nDepartment does not accept applications via fax or email. Failure to submit all
\nthe requested documents will result in the application not being considered.
\nCorrespondence will be limited to short-listed candidates only. If you have not
\nbeen contacted within eight (8) weeks after the closing date of this
\nadvertisement, please accept that your application was unsuccessful. Suitable
\ncandidates will be subjected to a personnel suitability check (criminal record,
\ncitizenship, credit record checks, qualification verification and employment
\nverification). Where applicable, candidates will be subjected to a skills\/knowledge
\ntest. Successful candidates will be appointed on a probation period of 12 months.
\nThe Department reserves the right not to make any appointment(s) to the above
\npost. Successful candidates will be expected to sign a performance agreement.<\/p>\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
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